Collection Team Leam Leader
Ntiyiso Consulting Group
4 2023 - Current
- Managed 3 projects (City of Johannesburg, Rand west Local Municipality and City of Mbombela)
- Provide weekly couching and make recommendations for any changes to the process that will improve effectiveness and efficiency of the function
- Ensure the team is compliant with industry regulation, internal compliance, and risk framework
- Identify Opportunities for client coaching and follow up on outstanding client feedback requests
- Improve teamwork effectiveness and efficiency by 10 % through training and coaching
- Formulate action plans based on client feedback and internal analysis
- Increase customer satisfaction by 20% through the delivery of quick services and responses
- An understanding of the regulatory obligations that surround the provision of collections assistance on all municipal by laws
- Ensuring that customer complaints are assessed and correctly escalated if necessary
- Handle difficult customer queries and issues
- Assist with problem and conflict resolution.
